We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-6011921
10 Dec 2025 Marsh Ltd UpheldInsuranceDRN-6011921 The complaint Mr C has complained about his commercial property insurance broker Marsh Ltd, he believes it failed him when his policy renewed, which left him without the proper cover needed when his tenants left his property in a damaged state. What happened In 2018 Marsh r... (4 pages)View decision -
Decision Reference DRN-5877952
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5877952 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard has sent him electronic communications at unsociable times. What happened Mr S complains that he’s received electronic communications from Barclaycard during unsociable hours. In particular he’s un... (2 pages)View decision -
Decision Reference DRN-6012122
10 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6012122 The complaint Mrs F complains about the way Barclays Bank UK PLC trading as Barclaycard handled her claim for a refund. What happened In July 2024, Mrs F purchased a mattress online from a retailer I’ll refer to as ‘J’. The purchase price was £1,220, and she used her Barcla... (7 pages)View decision -
Decision Reference DRN-5741510
10 Dec 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5741510 The complaint Mr C complains that delays caused by Barclays Bank UK PLC in relation to a deed of postponement, caused him to lose out financially, and experience unnecessary stress and worry. What happened Mr C held a residential mortgage with Barclays. Mr C also had some br... (5 pages)View decision -
Decision Reference DRN-6011493
10 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6011493 The complaint Miss H complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her un... (10 pages)View decision -
Decision Reference DRN-6006881
10 Dec 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6006881 The complaint Miss B complains that Shop Direct Finance Company Limited trading as Very (SDFC) acted irresponsibly by lending to her. What happened Around February 2023 Miss B applied for a revolving credit facility (catalogue account) with SDFC. Her application as successfu... (3 pages)View decision -
Decision Reference DRN-5808154
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5808154 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (“Halifax”), have failed to refund money that he lost as part of an investment What happened Mr B says that he came across a company that purported to be an investment firm but was actually a scammer, ... (2 pages)View decision -
Decision Reference DRN-5808507
10 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5808507 The complaint Mr B complains that Revolut Ltd (“Revolut”), have failed to refund money that he lost as part of an investment scam. What happened Mr B says that he came across a company that purported to be an investment firm but was actually a scammer, that I will call C. ... (2 pages)View decision -
Decision Reference DRN-5898771
10 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5898771 The complaint Ms P complains about a default registered by Zopa Bank Limited (Zopa) in connection with her credit card account. What happened Ms P obtained a credit card with Zopa in November 2023. Ms P missed the minimum payments in March and April 2024 and made payments l... (3 pages)View decision -
Decision Reference DRN-5996830
10 Dec 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5996830 The complaint Mrs M complains about end of contract charges for a van supplied under a hire agreement by Ald Automotive Limited trading as Ford Lease (“Ald”). What happened Both parties are familiar with the background of this complaint so I will only summarise what happene... (3 pages)View decision